How to Challenge Your Energy Bill and Get Money Back

With energy prices sky-high, it's more important than ever to make sure you're not being overcharged. If your energy bill looks wrong, you have every right to challenge it and get money back.

Common Energy Billing Problems

The most frequent issues we see:

• Estimated bills that are way too high
• Meter reading errors or faulty smart meters
• Wrong tariff being applied
• Standing charge mistakes
• Failure to apply discounts (like Warm Home Discount)
• Back-billing beyond the allowed period

Your Energy Rights

The Back-Billing Code

Energy companies cannot back-bill you for more than 12 months. If they sent estimated bills and then discover you owe more, they can only claim for the last 12 months, even if the actual debt is higher.

Accurate Bills

You have the right to:

• Request a free meter check
• Have estimated bills clearly marked
• Receive bills based on actual readings when you provide them
• Be on the cheapest tariff you're eligible for

Direct Debit Rights

If you pay by Direct Debit:

• The company must review your payments annually
• Excessive credit balances should be refunded
• Payment amounts must be based on your actual usage

Step-by-Step: Challenging Your Bill

Step 1: Get Your Facts Straight

Gather your bills, meter readings, and any communications with your supplier.

Step 2: Check Your Meter

Take a meter reading now and compare with what's on your bill. For smart meters, check if readings are being sent correctly.

Step 3: Contact Your Supplier

Call or email your energy company's complaints team (not just customer service). Explain the problem clearly.

Step 4: Request a Meter Test

If you suspect your meter is faulty, request a free test. If it's found to be accurate but you still disagree, you can pay for an independent test.

Step 5: Get It in Writing

Ask for written confirmation of any agreements or adjustments.

Step 6: Escalate to the Energy Ombudsman

If your supplier doesn't resolve your complaint within 8 weeks (or sends a deadlock letter), you can escalate for free.

Energy Ombudsman: What to Expect

The Energy Ombudsman can:

• Order refunds of overpayments
• Award compensation for distress and inconvenience
• Require improved service standards

Their decisions are binding on the energy company but not on you, so you can still go to court if you're not satisfied.

Struggling to Pay?

If you're having trouble with bills, energy companies must:

• Offer affordable payment plans
• Never disconnect you in winter if you're vulnerable
• Provide Priority Services Register support
• Tell you about grants and schemes you might be eligible for

Don't struggle in silence. Contact your supplier about hardship schemes before the debt gets bigger.

Smart Meter Problems

Smart meters should make billing easier, but problems are common:

• Not sending readings: Your meter may have lost connection
• Showing high usage: Could be a faulty meter or wrong settings
• In Credit Mode: Sometimes meters are accidentally set to prepayment mode

Request a home visit from an engineer if your smart meter is playing up.

Take Action Now

Use our Energy Bill Complaint Generator to create a formal complaint letter citing Ofgem regulations. Most issues get sorted within 4 weeks when you complain properly.